Customer Operations Associate

About the role

This is a customer operations role within a fast-growing New Zealand fintech. You'll work closely with the Customer Experience Lead and build knowledge across products, onboarding, cards, payments, businesses, fraud, compliance and the technology that powers Emerge. You'll provide support for issues that need more product knowledge, context or investigation, working alongside the existing frontline Customer team.

Key responsibilities

• Help customers across Emerge Business, Emerge and SquareOne get answers and solve problems.
• Respond to customer questions and troubleshoot account, card and payment issues.
• Help people navigate Emerge products and understand what they need to do next.
• Follow up when more information is needed and ensure conversations don't disappear.
• Recognise when an issue needs to be escalated and get it to the right person quickly.
• Help businesses joining Emerge through the onboarding process.
• Follow up on missing information and help customers understand onboarding requirements.
• Support EDD information collection and coordinate with the Customer Experience Lead and Risk and Compliance team.
• Keep customers informed as applications progress.
• Identify areas where the onboarding process could be clearer or easier.
• Support frontline Customer team with product questions, complicated conversations and internal knowledge.
• Improve internal guides, documentation and training as your knowledge grows.
• Spot recurring customer problems and escalate patterns that need wider attention.
• Work with teams across Emerge to remove unnecessary customer friction and improve broken or confusing processes.

About you

• Strong written and verbal communication.
• Curiosity and the ability to learn quickly.
• Confidence dealing with different types of people.
• A calm approach when things get complicated.
• Strong organisation and follow-through.
• A willingness to take responsibility and own problems through to resolution.
• An interest in technology, fintech, business or how companies operate.
• A willingness to ask questions, learn the detail and gradually take on more complex work.
• Good judgement about when to solve something yourself and when to escalate it.
• A low-ego attitude and willingness to help wherever you're needed.

About us

Emerge is a fast-growing New Zealand fintech reshaping what modern financial services can look like. Built at the intersection of technology, product, engineering and regulated financial services, the business is creating smart, scalable financial products for people, families and businesses. Across Emerge Business, Emerge and SquareOne, they help thousands of New Zealanders manage money, cards, payments and expenses every day.

Benefits

• Get unusually broad exposure to how a fintech actually operates.
• Work directly with people across Customer, Growth, Product, Tech, Risk and Compliance.
• Learn how financial products are built, businesses are onboarded and payments work behind the scenes.
• Build practical knowledge across cards, fraud, compliance, customer operations and technology.
• Join a fast-growing business where you'll be encouraged to question broken processes rather than simply work around them.
• Take on more ownership and complexity as your knowledge grows.
• Build a foundation that could take your career in a number of different directions across Emerge.